Customer Strategy and Integration Senior Manager
About The Position
As the Senior Manager, Customer Insights & Integration supporting the Retail and Store Services channel, you'll serve as a strategic leader and integrator of evidence, elevating the customer voice in business decision-making and identifying opportunities to deliver long-term customer and business value. You'll lead CX measurement for Retail Experiences using Best Buy's internal 5-Star metrics, ensuring customer experience performance and feedback are translated into clear insights, priorities, and opportunities for improvement. You'll also lead and conduct primary and secondary research, own the end-to-end research agenda for the channel, and integrate proprietary research with customer measurement, behavioral, operational, financial, and external data sources to provide holistic, forward-looking perspectives on our customers and the retail and services experience.
Requirements
- 7+ years in insights, customer experience, strategy, analytics, or related leadership role.
- 3+ years of direct or indirect people leadership
- Experience leading customer experience (CX) measurement, insights, or voice-of-customer programs and translating findings into business action.
- Strong business acumen with the ability to synthesize insights from multiple data sources and translate them into strategic recommendations and business outcomes.
- Demonstrated ability to identify patterns, connect diverse inputs, and develop clear, actionable insights that influence decisions and priorities.
- Proven ability to operate as a trusted advisor and embedded partner, influencing stakeholders and driving outcomes in a complex, matrixed environment.
- Strategic leadership skills with the ability to influence without direct authority and effectively communicate with diverse audiences.
Nice To Haves
- Knowledge of change management and change leadership
- Understanding of Human-Centered Design (HCD) or design thinking
- Advanced PowerPoint and Excel skills
- Experience leveraging AI to design, scale, and accelerate primary and secondary research, including survey design, qualitative analysis, and insight generation
- Success working across teams and functions to integrate insights and drive alignment on business decisions
- Experience in a Retail or Field Leadership role accountable for the customer experience.
Responsibilities
- Develop customer and experience strategies for Retail and Store Services, grounded in rigorous primary and secondary research and aligned to long-range vision, strategic priorities, and growth opportunities
- Own CX measurement for Retail Experiences using Best Buy's internal 5-Star metrics, establishing a clear view of experience performance through the monthly business review process and synthesizing customer feedback, research, and operational data to identify drivers, diagnose pain points, monitor trends, and prioritize actions
- Serve as the accountable and trusted insights partner to Retail and Store Services leaders, proactively framing business questions, shaping priorities, influencing decisions, and ensuring customer evidence is embedded early in decision-making
- Partner across data, analytics, customer measurement, research teams, and external vendors to connect evidence, strengthen measurement approaches, and integrate 5-Star findings with behavioral, operational, financial, market, and research data into cohesive insights and recommendations
- Translate insights into clear 'so what' and 'now what' implications, influencing business owners to embed customer strategies into business planning, operational improvements, service design, experience roadmaps, and performance priorities
- Contribute to the development and evolution of Best Buy's enterprise customer strategy and deliver executive-, officer-, and board-level storytelling grounded in robust research and evidence
- Lead, coach, and develop two direct reports, a Manager and a Senior Analyst, setting clear priorities, building team capabilities, and enabling high-quality insights and business impact
Benefits
- Competitive pay
- Great employee discount
- Financial savings and retirement resources
- Support for your physical and mental well-being
- Different types of leaves of absence (LOA) and potential pay sources
- Paid time off (vacation or PTO)
- Eligible for various forms of incentive pay
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
